Shipping & Returns

Christmas Cut-Off Dates 2023

If you are located in Australia and placing a retail order online, please note the following cut-off dates for this year.

Standard Shipping ($15.80):  Australia Wide VIC, NSW, QLD, SA, ACT, WA, NT & TAS – Monday 11th December 2023

Free Shipping (Free): Australia Wide VIC, NSW, QLD, SA, ACT, WA, NT & TAS – Monday 11th December 2023

Express Shipping (Checkout Quote): Australia Wide VIC, NSW, QLD, SA, ACT, WA, NT & TAS – Thursday 14th December 2023

This only relates to deliveries in Australia, for international orders please allow 28 days before the dates listed above.

Delivery Information

Standard packing and handling times are between 1-3 business days from the time of receiving your payment. Goods are delivered by Sendle Australia and during peak seasons such as Christmas, Boxing Day and Easter there may be delays in shipping and we reserve the right to exceed these guidelines.

How Much Does Shipping Cost?

If you are located in Australia and placing a retail order online, we charge a flat fee and if you spend over $150.00 enjoy free shipping.

Standard Shipping (4-7 Working Days):  Australia Wide (VIC, NSW, QLD, SA, ACT, WA, NT & TAS – $15.80

Free Shipping (4-7 Working Days): Spend $150.00 or more in one transaction and receive free delivery Australia wide.

Express Shipping (2-4 Working Days): Please add items to the cart and calculate Express Shipping at the checkout.

Shipping Terms

Orders will be delivered to the delivery address that you provide with your order. We will not be held liable if the delivery address is incorrect. Any orders that are returned to us due to an incorrect address or that go unclaimed at the post office will only be refunded for the product component if it is returned to us.

PO Boxes or Parcel Lockers

Please note that our couriers can not deliver to Post Office Boxes or Parcel Lockers.

Wholesale & Hospitality Orders

For prices on delivery for wholesale, hospitality or larger discounted orders please email us with your requirements at hospitality@katachiware.com.au. Alternatively, you can place an order for the items that you are interested in, select direct deposit at the checkout, add a note that you would like the delivery charges quoted on and we will come back to you with an official quote.

International Shipping

Free delivery is not available for international orders. For pricing on international orders please add your items to the cart, and at the checkout enter your your full address, a price is calculated on the spot. Note that the fees are quoted by Australia Post.

All international orders shipped by Katachiware include freight charges only. Any additional costs associated with the shipment, including but not limited to duties, taxes, fumigation fees, licensing fees, or any other import-related charges, are the sole responsibility of the buyer. It is essential for the buyer to be aware of and comply with the import regulations and requirements of the destination country. Katachiware will not be held liable for any costs or delays related to customs clearance, import regulations, or any other international shipping-related fees. It is the buyer’s responsibility to ensure that they are informed about any potential additional charges before placing an order.

Can I change the delivery address?

At this stage we don’t offer a redirection option once the parcel is in transit to its destination. This is for a few reasons: any changes to the delivery address means the parcel will need to be found among thousands of others at the right depot (and there are lots of depots!) and at the exact right time. Not to mention a new label would need to be printed, attached and potentially a driver would need to be stopped while the parcel is already in the van. Learn more here.

Refunds & Exchanges

It is important you receive an item that meets your expectations so if you are not sure before purchasing from our website please email or call to discuss and we will help you with your selection.

Change of Mind Returns

If you change your mind and are seeking an exchange, refund or credit for a stock return, the return freight fee will be at the purchaser’s expense and a credit will be assessed once the unused goods have been returned and inspected.

To return an order please contact us within 7 days of receiving your order for a Return Authority Number. Make sure that the unused goods are securely packaged and sent to the address that we provide with a signature on delivery or tracking option. We will contact you once the goods have arrived and will organise a refund on the cost of the items returned not including delivery charges. Used items can not be returned.

Damaged During Transit

If your order arrives and an item in the parcel is damaged please contact us within 7 days of receiving the parcel and follow the guidelines mentioned here.

Faulty Products

If you believe an item you purchased from us is faulty, please contact us at info@katachiware.com.au. To assist in our initial assessment, we request that you provide 2-3 clear photos or a video of the fault via email. This visual evidence helps us determine if the item is likely faulty, potentially saving you time and shipping costs.

When sending back the item, ensure you include a copy of your purchase receipt within the return package. Additionally, we strongly recommend using Australia Post as they include tracking and setting delivery notifications to be sent to info@katachiware.com.au, allowing us to monitor the return process efficiently.

Once we receive the item and the receipt, we will conduct a thorough assessment. If the product is confirmed to be faulty, we will promptly refund the cost of the item and the shipping costs incurred to send the item via Australia Post.

It’s important to note that items returned and not found to be faulty will not qualify for a refund. In such cases, evidence will be provided and the items can be dispatched back to the buyer’s address at the buyers expense, or we can donate the item to the nearest charity.

Earthenware Disclaimer

At Katachiware, we take great pride in providing high-quality earthenware, ceramic, clay pots, including dolsot pots and donabe pots. However, it’s important to note that these pots require proper care and usage to maintain their longevity. We kindly ask you to review the following information regarding warranties and your responsibilities as a customer.

1. Product Condition and Inspection upon Delivery Upon receiving your order, please inspect the pot(s) carefully for any visible damage. If you notice any defects or issues, please contact our customer service team within 7 days of delivery, providing detailed information and supporting evidence such as photographs. We will work diligently to address the matter in accordance with our return and exchange policy.
2. Proper Usage and Care To ensure the durability and performance of our pots, it is essential to adhere to the provided usage instructions and handle them with care. It is important to use our dolsot pots according to the recommended guidelines provided. Failure to follow these guidelines may result in damage to the pot and will not be covered by our warranty.
3. Heat Distribution: Our pots are designed to withstand appropriate levels of heat with sufficient liquids or ingredients. Overheating the pot without an adequate amount of liquid may cause the pot to dry out and potentially crack. It is recommended to always follow the specific instructions provided with each product.
4. Cleaning and Maintenance: Proper cleaning and maintenance are essential for the longevity of your pot. Use mild detergents and follow the cleaning instructions provided with each pot. Avoid sudden temperature changes, such as placing a hot pot in cold water, as it may lead to thermal shock and damage.
5. Warranty Limitations While we strive to provide pots of the highest quality, it’s important to note that certain factors are beyond our control once the pot leaves our facility. We provide a warranty against defects in materials and workmanship for a period of 6 months from the date of purchase. This warranty covers manufacturing defects that affect the normal use of the pot. It does not cover damage caused by misuse, improper handling, negligence, accidents, or normal wear and tear.
6. User Negligence: Any damage resulting from improper use, negligence, or failure to follow the instructions on our website is not covered under warranty, Therefore, we cannot provide a warranty or guarantee against this.
7. Wear and Tear: Normal wear and tear due to regular usage, including minor cracks, color changes, or surface imperfections that do not affect the pot’s functionality, are not covered under warranty.

Warranties & Consumer Law

Please be aware that the provided warranty information does not restrict or limit any rights you may have under the Australian Consumer Law. For further information regarding our warranty policies or assistance with any concerns, please contact our customer service team at info@katachiware.com.au. Our warranties and refund policies are in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under this law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.